Customer Service Rep (CSR): Ecommerce Company

Location: Remote (Must be able to work during New Zealand business hours, 9 AM – 5 PM, Monday to Friday)

About Our Company:
We are a leading supplement e-commerce business dedicated to enhancing health and well-being through our scientifically formulated nutritional products. Our customers are 70?male, and 30% male from NZ, Australia and Singapore. Based in New Zealand, we pride ourselves on delivering exceptional customer service and high-quality supplements and nootropics that meet the specific health needs of our customers (longevity/anti-ageing, stress support, brain health and cognitive performance)

Job Description:
As a Customer Service Representative, you will be the frontline support for our customers, ensuring their experiences are outstanding across every interaction. This role involves managing various customer service tasks, including responding to emails, support tickets, processing refunds and returns, modifying orders, and providing detailed product information. You will also engage with our community by managing interactions on social media platforms like Facebook and Instagram, replying to reviews, soliciting Trustpilot reviews from happy customers, and conducting customer satisfaction surveys.

Your main goal is to make sure our customers are happy and have a great experience, we reduce churn rate and we increase repeat customers.

Key Responsibilities:

Respond to customer emails and support tickets in a timely and efficient manner.
Process refunds and returns with our guidelines, and assist customers with order modifications.
Provide accurate information about our products, including their benefits and usage.
Manage social media interactions, including comments and direct messages on Facebook and Instagram.
Actively engage with customers by replying to reviews and requesting feedback through Trustpilot reviews and CSTAT surveys.
Ensure a high level of customer satisfaction to encourage repeat business.
Build out new processes such as Macros and new tags in Gorgias so we can work smarter and improve the business as we work together.

Requirements:

Excellent English communication skills (written and verbal).
Minimum of 3 years’ experience in customer service within an e-commerce environment.
Proficiency in Shopify, Gorgias, Recharge, and inventory management systems.
Demonstrated strong experience using Gorgias for customer service.
Own a reliable computer with a fast processor and stable, high-speed internet connection. Proof of internet speed and stability required.
Must be willing to undergo skill tests to demonstrate competency in using Gorgias and other e-commerce tools.

Desirable:

Basic digital marketing experience is a bonus, aiding in better engagement and promotional strategies. We might from time to time create campaigns for you in your down time such as finding influencers for our company or assisting with UGC talent sourcing.

Benefits:

Work remotely from the comfort of your home.
Competitive salary and opportunities for growth.
Work under the guidance of one of our founders, who currently leads the customer service department.
How to Apply:
Please submit your CV and a cover letter detailing your experience and why you believe you are the best fit for this role. Highlight your experience with the specific tools and platforms mentioned above, and your readiness to participate in competency tests.

Join us to make a significant impact in the lives of our customers while advancing your career in a dynamic and supportive environment. We look forward to your application!